Team Lead Business Support

2 maanden geleden

Maastricht, Nederland Mollie Voltijd

**Mollie is looking for a motivated and inspirational Business Support Team Lead that brings out the absolute best out of our DACH Business Support team. You will be instrumental in managing and leading our talented support heroes and unleash their potential to create promoters for our brand on every interaction. Your focus will be on the business support team that supports our merchants, ensuring high customer satisfaction and operational excellence.**

**Providing the best possible service to our merchants is a unique selling point for Mollie, as well as crucial to the company’s success. We are laser-focused on doing better and smarter every day. Join us in this rewarding position where your leadership skills and strategic mindset will make a tangible impact on our organisation's success.**

**What you'll be doing**:

- Lead, mentor, motivate and inspire a team of 5-10 Business Support Specialists, fostering a positive work environment and promoting collaboration and growth;
- Provide guidance and coaching to team members, enabling them to develop their skills and achieve individuals performances and team targets;
- Establish and enforce Mollie quality standards for service delivery, ensuring consistent feedback and coaching to maintain high level customer satisfaction;
- Streamline and optimise business support ways of working to enhance productivity, reduce bottlenecks, and improve the overall efficiency of support operations;
- Grow your team commercial mindset, developing upsell opportunities, market understanding and the collaboration with Commerce teams;
- Act as a liaison between the business support team and your markets VP, ensuring seamless communication and coordination;
- Utilise data to measure key performance indicators (KPIs) and develop strategies to meet or exceed targets, generate insightful reports to track team performance, identify trends, and provide data-driven recommendations for improvement;
- Facilitate new product launches, ensuring comprehensive training materials and documentation, clear feedback loops and continuous improvement;
- Make Mollie a GPTW by providing a comprehensive understanding of job responsibilities, ensuring people happiness and personal development;
- Be the guardian of Mollie culture by leading with Love, Authenticity and Boldness.

**What you have**
- You adapt easily and quickly to change and have a passion for continuously improving processes and structure;
- You have great time management skills and can handle multiple tasks and projects at the same time;
- You have a proven track record of managing performance while creating a forward looking strategy;
- You are a great team player and have strong stakeholder management skills;
- You have a strong understanding of your market and specific customer needs;
- You are proactive and have a ‘can do’ attitude;
- You have a creative mind and are a natural problem solver;
- You facilitate a culture of diversity, equity, and inclusion, valuing individual needs and perspectives to create a harmonious and empowered team dynamic;
- You enjoy working in a dynamic international environment that is changing every day.

**Must have**
- You have 2 to 3 years experience in the day-to-day operations of a multi-lingual, multi-skilled support team;
- You have exceptional interpersonal and communication skills, with the ability to interact effectively at all levels of the organisation;
- You have strong analytical and problem-solving abilities, with a keen eye for detail and accuracy;
- You are fluent in German and English.
- You already are an inspirational people leader, preferably in a dynamic and international setting leading a team of 10 people.

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